Continual Service Improvement Approach Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Continual Service Improvement Approach flashcards as text
Which of the following BEST explains why the 'How do we keep the momentum going?' step is important in the CSI approach?
Answer: It embeds improvements into normal operations and sustains the culture of continual improvement
Keeping momentum ensures that improvements are institutionalized and that the organization maintains a culture of ongoing improvement rather than reverting to old behaviors.
In CSI, what is the relationship between Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)?
Answer: KPIs measure the achievement of CSFs
KPIs are used to measure and track the achievement of Critical Success Factors, providing quantitative evidence of whether the CSF has been met.
A service desk team wants to improve first-call resolution rates. Using the CSI approach, which step involves analyzing why the current rate is below target?
Answer: How do we get there?
Analyzing root causes and planning the improvement actions to close the performance gap occurs in the 'How do we get there?' step.
Which tool is MOST commonly recommended in ITIL CSI for identifying the root causes of service quality problems?
Answer: Ishikawa (fishbone) diagram
The Ishikawa (fishbone) diagram is a root cause analysis tool commonly used in CSI to identify the underlying causes of service quality issues.
In the context of CSI, what is the primary benefit of establishing a formal CSI Register?
Answer: It provides a prioritized, managed record of all improvement opportunities and initiatives
The CSI Register is a structured log that captures, prioritizes, and tracks improvement opportunities and initiatives, ensuring nothing is lost and effort is focused.
When using the CSI approach, which statement BEST describes the purpose of the 'Did we get there?' step?
Answer: To verify through measurement that the improvement targets have been achieved
The 'Did we get there?' step uses measurement and evaluation to confirm whether the improvement actions achieved their intended targets.
An ITIL practitioner is designing a measurement framework for CSI. Which of the following represents the correct hierarchy from strategic to operational?
Answer: Goal → CSF → KPI → Metric
The correct hierarchy flows from strategic Goals to Critical Success Factors, then to KPIs that measure them, and finally to individual Metrics that feed into KPIs.